Head of Critical Support & Escalations

United States Digital Space LLC; San Francisco (CA); On-site; USD 180,000 - 230,000; Full time

Job summary

United States Digital Space LLC is seeking a strategic leader to build and head the Critical Support function, owning the strategy, operating model, and cross-functional partnerships that resolve the most severe user issues with urgency and lasting impact on our product and processes.

You will lead a high-performing escalations team, shaping product quality and support systems while mentoring staff and aligning with executive goals. This is a high-visibility role with broad cross-team influence.

Qualifications

• 8+ years of direct people management experience.
• Experience leading operational product support teams.
• Experience in strategizing and driving large scale operational process improvements.
• Strong stakeholder management with cross-functional influence.
• Strong analytical sense and data-driven decisions.
• Willingness to lead by example and engage in front-line work if required.

Responsibilities

• Guide the organization to design and deliver scalable user support by partnering with cross-functional stakeholders across Product, Engineering, Sales, Risk, and other teams as needed.
• Co-own and drive Critical Support strategy, operating model, and multi-quarter roadmap development that meets expectations of users and stakeholders.
• Act as trusted partner to Sales, Account Management, Product, Engineering, Risk, and executive leadership during high-stakes user situations.
• Drive strong operational delivery and process improvements to mitigate risk while balancing efficiency and user impact.
• Maintain metrics and analysis of team performance, with regular written reports.
• Develop cross-functional ties and position Critical Support as the ultimate unblocking force and a source of product/process insights.
• Set clear goals and provide regular feedback on team performance.
• Ensure team members are happy, effective, and growing in their career and new work experiences.
• Transmit and foster our values, serving as a beacon of user-centric philosophy and transparency.

Skills

People management

Operational leadership

Stakeholder management

Analytical skills

Communication skills

Data-driven decisions

Front-line leadership

Job description

United States Digital Space LLC is seeking a strategic leader to build and head the Critical Support function, owning the strategy, operating model, and cross-functional partnerships that resolve the most severe user issues with urgency and lasting impact on our product and processes.

You will lead a high-performing escalations team, shaping product quality and support systems while mentoring staff and aligning with executive goals. This is a high-visibility role with broad cross-team influence.